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Cisco Unified Contact Center Express 10.5(1)
Daniel Nicholson
Collaboration Consulting Systems Engineer (Southeast Territory)
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Agenda
• What’s new with Unified CCX 10.5
• User Experience Enhancements
• Deployment Simplification
• Extended Value with Workforce Optimization 10.5
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Unified Contact Center Express 10.5(1) Feature Overview
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
FlexibleScalable
Full-FeaturedPackaged
All-in-One
Cisco Unified Contact Center Enterprise
Cisco Unified Contact Center Express
Packaged Contact Center Enterprise
Cisco Customer Collaboration Platforms
Hosted Collaboration Solution for Contact Center (HCS-CC)
Now providing solution for 20 to 12k seat end-customers
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Cisco Unified Contact Center Express
All in One SolutionEasy to Deploy
Easy to Use
Application PlatformApplication PlatformUnified Communications Manager
Business Edition 6000 and 7000, Spec-based HW
SocialMiner
Options High Availability
ASR/TTS
Outbound IVRWorkforce Management
CRM ConnectorsQuality Management
Desktop Application Finesse Cisco Agent Desktop
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Contact Center Express Voice
IVR
API
Reporting
Chat, Email
Social Media
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Unified Contact Center Express 10.5(1) User Experience Enhancements
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
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Unified CCX 10.5 – What’s new
User Experience
Simplification Extend the Value
• Enhanced Web Chat• Predictive Outbound
Agent• Finesse
enhancements
• Prime Collaboration Deployment
• E164 enhancements
• IPv6• Workforce
Optimization enhancements
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
User Experience Enhancements
Predictive Outbound Agent – Predictive and Progressive outbound
capability for proactive customer care.– Call Progress Analysis at Gateway for
improved agent productivity
Enhanced Web Chat– Better customer care experience with
additional channel– Multiple session capability allows better
productivity
Cisco Finesse Enhancements– Multiline and Extension mobility for agent
productivity– Localization supports global requirements– CRM connectors improves agent
experience
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Outbound Agents
• Direct Preview, Predictive and Progressive dialer with Finesse– Up to 150 concurrent outbound sessions– Separate license required– CAD supports Preview only
• Blended Inbound and outbound operations
• Call Progress Analysis with ISR Gateway
• Outbound reports
• Campaign Management with API support
Predictive and Progressive
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Outbound AgentScheduled Callback
Available• On an outbound call • In wrap-up after an outbound call• On hold on an outbound call
Option to edit the phone number
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Cisco Finesse Preview Outbound• All Outbound Modes – Agents are put in “Reserved (Outbound)” State• Direct Preview Mode - A reservation call lets the agent decide how to respond to the contact
• Direct Preview Mode- When the agent accepts the contact, the outbound call is made
Direct Preview Outbound
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Predictive & Progressive Outbound Agent
Agent Reserved for Outbound
Live Voice detected
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Call Control
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Campaign Management
• Configurable timings
• Attempts and Callback settings
• Dialing Options– Lines per Agent– Predictive Correction Pace and Gain– Various treatments
• Dial Settings
• Retries
• Assigned Contact Service Queues
• Import Contacts
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Web Chat Enhancements
CCX 9.0
• Single Session Web Chat• Basic functionalities
Web Chat
SocialMiner
CCX 10.5
• Multi-Session• Finesse Gadgets• Live Data• Historical reports
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
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Web Chat Enhancements
• Multi-Session ( upto 5) with Finesse
• 60/120 concurrent sessions
• Predefined Responses
• Audible Alert
• Agent Alias
• Transcript Download
• Live Data and Historical Reporting
• Blended (Configurable) Voice/Chat Agent Operations
• Available with Premium Agent Licensing
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Live DataOutbound and Web Chat Reports
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Finesse Enhancements
– Direct Preview, Progressive and Predictive Outbound agent– Multi-session Web Chat– Multiline– Extension Mobility– QM Gadget– Localization– Gadget Container enhancements– Jabber VXME support– CAD-BE dropped starting Unified CCX 10.5
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Agents choose their preferred language at login time
Agents can choose a different language each time they log in
Finesse Localization
Finesse for CCX 10.5 Supported Languages
Chinese – simplified Finnish Polish
Chinese - traditional French Portuguese
Danish Italian Russian
Dutch Japanese Spanish
English Korean Swedish
German Norwegian Turkish
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Finesse Gadget Container EnhancementsMultiple Columns of Gadgets
Side-by-Side Gadgets
Each Finesse tab can have a different number of columns
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Connectors from Bucher+Suter Salesforce.com Microsoft Dynamics
Finesse & CRM Connectors
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Unified Contact Center Express 10.5(1) Deployment Simplification
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Simplification
Cisco Prime Collaboration Deployment
• IP address and Host name change allows ease of deployment
E164 Support
• Complete international dial plan support
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Cisco Prime Collaboration Deployment and Assurance
Deployment:Features• Upgrade from CCX 9.0(2)• Fresh Install for CCX 10.x• IP address change• Hostname Change
Benefits• The solution helps optimize use of critical collaboration
infrastructure and resources.• Rapid isolation of problems and accelerated troubleshooting
reduce mean time to repair (MTTR).
Assurance: Features• System Health Monitoring/Trending [CPU, Memory,
Disk]• Voice Services Monitoring [Up/Down status]• Reachability Monitoring• Syslog based alerting (customizable)
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Unified CCX : E.164 with Finesse
• Agent Desktop– Agent extension– Display of Incoming call – Phonebook and Keypad
• Configuration– Route point ( Trigger)– Configuration API for Route
Point
• Reporting– DB schema, Intelligence
Center
• Script Editor– Call control steps 24
• Call Control Group (CTI Port)
• Outbound Contact List
CCX 10.0 CCX 10.5
Local Edition
Unified Contact Center Express 10.5(1) Extended Value - Workforce Optimization 10.5
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Extend the Value
IPv6
• Support for Dual Stack IPv6 helps customer to use the Unified CCX in next generation networks.
Workforce Optimization
• Improved supervisor experience with schedule on mobile and recording controls in Finesse gadget
• Better Workforce efficiency with multi-channel forecasting capability
• Easier manageability with eliminated Java dependency.
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
IPv6 Support
• Dual stack support
• Finesse deployments
• High Availability
Caveats:
• IPv4 for
– ASR/TTS
– MediaSense
– WFO
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UCCX
TCP
IPv6
UDP
Data Link (Ethernet)
IPv4
Dual stack in a device means that both IPv4 and IPv6 stacks are enabled: Applications can talk to both at the
same time.
© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Workforce Management 10.5
Workforce Management
• Multi-Channel Forecasting
• Agent Schedules on Mobile
• Copy/Paste Support for Forecast Edit & Distribution
• Abandoned Calls Metric in Agent Schedules
• User Interface Refresh
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© 2014 Cisco and/or its affiliates. All rights reserved.Presentation_ID Cisco PublicLocal Edition
Quality Management 10.5
Quality Management
• Finesse Gadgets for recording controls
• Live Screen and voice monitoring
• Eliminate Java Dependency
• Whisper/Barge-In Feature
• Points based Evaluations
• Hyperlink access to recordings
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